Project name
Jio Support Redesign
Client
Jio Platforms Ltd.
Role
UI UX Designer
Duration
2-3 Months
Overview
Jio Support across Jio.com and MyJio was struggling to help users find answers quickly, leading to high drop-offs and unnecessary support calls.
I redesigned the experience into a proactive self-serve support platform that made help easier to discover, faster to access, and more effective across both platforms.
Challenge
The existing support journey was fragmented and difficult to navigate.
This caused:
60% bounce rate on support pages
Around 5 lakh support calls daily
Search and troubleshoot tools lacked visibility
Key help features were buried deep in navigation
Research
Findings
Five key issues emerged:
Search was important, but not easy to spot
Troubleshoot was useful, but buried too deep
HelloJio chatbot lacked timely visibility
FAQs were poorly organized and hard to scan
Jio.com and MyJio felt inconsistent across platforms
User profiles
Customers
Wanted quick issue resolution without spending time navigating multiple layers.
Support Business Team
Needed stronger self-serve adoption to reduce support volume.
Solution
I redesigned Jio Support around faster self-resolution.
Key improvements:
Moved search to the top as primary entry point
Made troubleshoot accessible upfront
Reorganized FAQs into intuitive categories
Surfaced HelloJio proactively in user journeys
Unified support structure across Jio.com and MyJio
Simplified navigation for faster task completion
Impact
0%
0%
Lesser Bounce Rate
60% → 35%
0%
0%
Less Support Calls
From 5L to 3.5L daily
0%
0%
Higher Usability
SUS increased 52 → 78